Client Technical Support Associate Jobs in Michigan

Job Summary:
Xerox Holdings Corporation has been redefining the workplace experience for over a century, focusing on innovative technology solutions for a hybrid workforce. The Software Technical Support Associate will provide technical support, assist in resolving issues, and implement hardware/software solutions to ensure customer satisfaction.
Responsibilities:
• Possess working technical knowledge of Office and/or Production products/systems (including Xerox and Third Party offerings installed at client sites)
• Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actions
• Establish working relationships with Xerox groups (e.g. Solutions Managers/Consultants, Xerox Connect, Marketing Partners Group, OSG and PSG developers) and external customer’s departments (e.g. IT department) to provide 100% customer satisfaction
• Work closely with the TISM, Account Mgr, and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations’ contracts
• As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs: Integration of tools and processes (at client sites) to support Managed Services initiatives
• Managed Services site architecture and infrastructure programs
• Mentor on-site technical account associates and transfers skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software.
• Manage the technical implementation and integration of low to mid-level complexity projects, or works on complex projects under the guidance of a TISM, Account Manager or other subject matter expert
• Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.
• Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/repository management, etc. )
• Excel in the following software applications (at minimum): MS Office Suite, MS Project, page layout/design, web browser, anti-virus
• Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services
• Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner
• Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners
• Installs, cancels, and renewals
• Increasing revenue by providing additional managed services.
• Employee Satisfaction and peer recognition
• Training techniques and assessment of on-site Associate learning
• Post-Install and CSMS survey results
Qualifications:
Required:
• Possess working technical knowledge of Office and/or Production products/systems (including Xerox and Third Party offerings installed at client sites)
• Actively assist Account Managers to resolve day-to-day technical issues and implement corrective actions
• Establish working relationships with Xerox groups (e.g. Solutions Managers/Consultants, Xerox Connect, Marketing Partners Group, OSG and PSG developers) and external customer’s departments (e.g. IT department) to provide 100% customer satisfaction
• Work closely with the TISM, Account Mgr, and Account Associates to consult, design, implement, and support hardware/software solutions required by Client Operations’ contracts
• As a shared resource to the Operations, the DT will deploy Document Technology and Infrastructure programs
• Integration of tools and processes (at client sites) to support Managed Services initiatives
• Managed Services site architecture and infrastructure programs
• Mentor on-site technical account associates and transfers skills that will enable the AA to perform standard, frequently occurring tasks related to product function, connectivity, and software
• Manage the technical implementation and integration of low to mid-level complexity projects, or works on complex projects under the guidance of a TISM, Account Manager or other subject matter expert
• Possess broad technical knowledge: production and office solutions, networking in both the centralized as well as distributed enterprise production environments, client applications, emerging technologies, etc.
• Design, consult, implement, and/or manage client-related hardware/software solutions (e.g. graphics design/pre-press services, third party or unique software configurations, e-business systems administration, data/content/repository management, etc.)
• Excel in the following software applications (at minimum): MS Office Suite, MS Project, page layout/design, web browser, anti-virus
• Detailed understanding of workflow products, ability to create specific client workflows, integration of workflow engines with Xerox products/systems to provide automated services
• Articulate and deliver technology and workflow training in a non-threatening, comfortable, and inviting manner
• Demonstrate a strong initiative to work successfully with different organizations within Xerox and the various Third Party partners
• Bachelors Degree, or equivalent work experience, in technical field (computer related studies, systems engineering desirable)
• Software/Hardware/Networking Certifications
• Minimum Microsoft Certified Professional, MCP+Internet desirable
• Electronic Document and Printing Professional Certification (EDPP) desirable
• 3+ years computer systems/applications and project coordination experience
• Broad systems knowledge; including operating systems, networks, software applications, and hardware connectivity
• For internal candidates, working knowledge of Xerox and standard third-party offerings in at least three product families
• Cross-functional team participation and leadership
Preferred:
• Maintain the utmost flexibility within job scope
• Ability to interface and communicate effectively with internal and external contacts (Production, Information Systems, Administrative and Managerial)
• Project management experience helpful
• Ability to manage many details and projects with minimal guidance (trustworthy, self-starter, etc.)
• Develop the skills required by new technologies (Xerox and Third Party) introduced to the client’s site. Through coaching and self-initiated training, develop the capacity to progress to the (expert) level of Document Services Specialist
Company:
Xerox produces and supplies network printers, copiers, and fax machine equipment. Founded in 1960, the company is headquartered in Norwalk, USA, with a team of 10001+ employees. The company is currently Late Stage.